We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4926353
2 Aug 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4926353 Complaint Mr W has complained that Clydesdale Bank Plc (trading as “Virgin Money”) irresponsibly provided him with a credit card, which it then increased the credit limit on. Background Mr W was provided with a credit card, which had an initial credit limit of £4,000.00 in ... (5 pages)View decision -
Decision Reference DRN-4776327
1 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4776327 The complaint Mrs P complains that Revolut Ltd hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties, particularly as I set out the detail in a provisional decision (PD, issued on 5 June 2024). I’ve... (15 pages)View decision -
Decision Reference DRN-4797506
1 Aug 2024 Bank of Scotland Plc UpheldMortgagesDRN-4797506 The complaint Mr L complains that Bank of Scotland plc withdrew an offer to extend the term of his buy to let mortgage. He asks that it extends the mortgage term or allows him to repay the mortgage at a discount. What happened Mr L took out a buy to let mortgage with Bank of... (2 pages)View decision -
Decision Reference DRN-4807276
1 Aug 2024 First Central Underwriting Limited UpheldInsuranceDRN-4807276 The complaint Miss Z complains that First Central Underwriting Limited (“First Central”) is responsible for mishandling a claim on her motor insurance policy. What happened The subject matter of the claim and the complaint is a sports coupe car, first registered in 2011. F... (4 pages)View decision -
Decision Reference DRN-4906859
1 Aug 2024 Plumptree Kilby UpheldPensions and AnnuitiesDRN-4906859 The complaint Mrs B complains that Plumptree Kilby (PK) gave her unsuitable advice to take out a Free Standing Additional Voluntary Contribution (FSAVC) pension plan in 1992. She thinks it should’ve advised her to take out one of the in-house options connected to her Occupat... (6 pages)View decision -
Decision Reference DRN-4934879
1 Aug 2024 esure Insurance Limited UpheldInsuranceDRN-4934879 The complaint Mrs K says that when she made a claim on her motor insurance policy esure Insurance Limited failed to have all the damage to her car repaired and provided poor service to her. What happened Mrs K’s car was rear-ended in May 2023, causing damage to the bumper. ... (2 pages)View decision -
Decision Reference DRN-4754304
1 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4754304 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he fell victim to a scam. Background In 2023, Mr K fell victim to an investment scam. He was contacted on social media by someone who offered him an investment opportunity. They put him in contact with ... (4 pages)View decision -
Decision Reference DRN-4922336
1 Aug 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4922336 The complaint Miss S complains about the way she’s been treated by Barclays Bank UK PLC trading as Barclaycard. She feels that the bank should’ve offered her more support since she notified them about her financial and health issues in 2021. What happened Miss S holds a Barc... (3 pages)View decision -
Decision Reference DRN-4943724
1 Aug 2024 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4943724 The complaint Mr C has complained about Hitachi Capital (UK) Plc, now trading as Mitsubishi HC Capital UK Plc’s (‘Mitsubishi’) response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’) and in relation to allegations of an unfair relati... (5 pages)View decision -
Decision Reference DRN-4896836
1 Aug 2024 abrdn Investments Limited UpheldInvestmentsDRN-4896836 The complaint Mr M complains about the way abrdn Investments Limited dealt with his request to transfer his stocks and shares ISA to a new manager. He says there were delays, which prevented him from accessing his investment. This caused him significant distress and wasted t... (4 pages)View decision